Pauline's community posts

Hello Ian and Julia,

I apologize for the late reply.

Could you please clarify if it's possible to try installing the Viewer to a machine with no antivirus software installed and check if the issue occurs there as well? If it's not possible, then please try resetting the Viewer setting by performing the following steps:

1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.
In addition, I highly recommend that you add the folder mentioned above and the C:\Program Files\Remote Utilities - Viewer\ folder (or in case if you have a 64-bit operating system, the folder should be located in C:\Program Files (x86)\) to the antivirus software exceptions list to avoid future problems in this regard.
4. Run the Viewer and see if the issue persists.

Please let me know if this worked for you.

Hello Pete,

I apologize for the late reply.

Could you please elaborate a bit more on what do you mean by the "RDP connections, that's disabled in the OS"?
The RDP mode in Remote Utilities just launches the native Microsoft Remote Desktop Connection client from within Remote Utilities and connects to a remote computer using the RDP protocol. In order to change the desktop resolution for a connection in the RDP mode, please do the following:
1. Right-click on the connection in the address book and select Properties.
2. Navigate to the RDP tab and click Configure:

This will open the native Microsoft RDC client.
3. Click Show Options:

4. Navigate to the Display tab and select the size of the remote desktop:

5. Get back to the General tab and press Save
6. Close the RDC window and click OK in the connection properties window.

Please let me know if that worked.

Hello Tim,

Sorry for the late reply.

Unfortunately, we cannot provide any specific ETA yet, but the feature definitely will be implemented in our future updates. Perhaps, it will be added in the next major version (7) which we hope to release by the end of the year, or some time later.

Please let me know if you have other questions.

Hello Nijel,

Thank you for your kind words!

I will forward your appreciation to our developers.

Please let us know if you have more questions, we're happy to assist.

Hello Chad,

Thank you for your message.

Could you please clarify if I'm right in assuming that issue occurs on multiple Host machines? In addition, please let me know if there is any utility software installed on the Host machines that can use/control the keyboard and might cause a conflict?

Looking forward to your reply.

Hello Don,

I'm glad to hear you have figured out the issue!

I was thinking the additional address books were subsets of the General but I guess they are additive.

That's correct. All connections from additional address books as well as from the AD tree also count against the license.

Please let us know if you have other questions.

Hello James,

Thank you for your message.

I've replied to you on the ticket. Hopefully, other users will be able to share some useful advice on the issue.

Please let us know if you have other questions.

Hello Kimberly,

Thank you for your message.

Could you please clarify if I'm right in assuming that the issue occurs when you're trying to establish a connection using the Internet-ID connection type? If this is the case, please try referring to this KB guide before we proceed to further troubleshooting, as this will help us to isolate the issue.

In addition, could you please also try establishing an Internet-ID connection to another remote Host machine, if possible?

Please let me know if the issue persists.

Hello Don,

Thank you for your message.

Could you please clarify if you have the AD tree displaying enabled in the Viewer's Navigation pane? If you do, please try enabling the Hide default domain controller feature in the Viewer options, on the Misc tab:

This might be causing the issue as the computers in the tree also count against your license. So if this is the case, you are advised to add the computers you need from your AD to your address book and disable showing the AD tree in Viewer.

If the AD tree is disabled, but you're still encountering the issue, it might be caused by the Viewer configuration file (config_4.xml) being somehow corrupted (perhaps, by an antivirus/firewall software). Please try resetting the Viewer options by deleting the config_4.xml file found in %appdata%\Remote Utilities Files\ folder. This will reset the Viewer settings/options, your address books won't be affected by this action.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.

Also, as it was mentioned above by Conrad and Tom, the issue might be caused by the General address book file connections_4.xml being corrupted. In this case, please try copying the address book file to another location and see if the problem still persists upon the next Viewer startup. If it does, then please try removing the connections_4.xml file from the %appdata%\Roaming\Remote Utilities Files folder.

Tom, thank you for the suggested workaround and for helping other users in the community.

Hope that helps.

Hello Rick,

I'm glad to hear you've figured out the issue!

However, I will forward the issue regarding the Windows 7 OS to our developers and we will try to reproduce it to see if there is anything we can do to fix the issue.

Please let me know if you have other questions.